Walker Information’s Post

Why ROI of CX Matters More Than Ever Many organizations are investing in customer experience (CX) initiatives but are still unsure of the financial returns. Knowing the ROI of your CX efforts is no longer optional—it's central to building a business case for CX. When you tie CX to financial outcomes, you can justify the investment and prove its value. For some inspiration, I love this Forrester podcast: https://bit.ly/4h0Xwgn Share how you currently measure the ROI of CX in your organization in the comments below. #CX #ROI #JourneyTrack

Your customers are both intuitive and rational and their emotions have a huge impact on how they perceive their experiences with your brand across both B2C and B2B markets. Listen to Greg Burd from Qualtrics talk about the importance of building insights about emotion along the customer journey and then training your frontline employees to engage in ways that reinforce your brand promise. This is why it is so important to focus on the CX and culture connection! I hope this sparks some great ideas for you! #emotionalconnection #loyalty #culture #customercentricity #experiencemanagement #leadership #employeeexperience https://lnkd.in/eYMnB2Jj

What's the cost of quality for your customer experience? What are all the hidden costs that result from multiple touches the customer has across your organization? Beyond the cost implications, how does this undermine your brand promise and impact your company's growth? In this next video clip from our podcast discussion, listen to Jim Tincher, CCXP, best-selling author of Do BtoB Better, talk about the opportunity to design experiences with fewer touches by getting quality right the first time. Listen to the full podcast for more on how to modernize your customer listening to focus on and amplify the right emotions for peak moments in the customer journey, not just reduce pain points. I hope this sparks some great ideas for you! #experiencemanagement #customercentricity #BtoB #culture #leadership #growth #flywheel https://lnkd.in/eJCRnANb

Every customer wants a digital-first experience, and the opportunity to connect with a human if they need additional help/info. When those human connections happen, the people must be ready to help - which means they need to know who the customer is, what they've purchased, where they are in their adoption process, and their engagement history (including digital) with the company. Connecting digital and people internally leads to the personalized, relevant experiences customers expect.

If I said "great CX" which country would come to mind? Recently, I met with Steven Van Belleghem(CX expert & author) and we discussed the power of customer experience and how it's influenced by cultures, religions and traditions. In this clip, Steven gives his opinion on which country is a true leader in customer excellence and the reason for his decision 🎬 Let Steven know - Did you get it right and if not who else is outstanding at CX? There's a easy way to learn about customer experience | Just hit the follow CX Sells Podcast and get access to thoughts and opinions of other CX voices 🔗 #customercare #customerservice

“Your average spend may go up when you consider per agent because the reality is that when you remove the low-complexity items, all that’s left is highly complex, which means you probably need more complex skill sets and competencies than you’ve had before.” - Candace Wallace. Effectively scaling and expanding a contact center requires prioritizing customer experience and understanding interactions across channels and teams. Self-service options and personalized experiences are crucial for meeting customer demands and streamlining interactions. Data analysis helps improve self-service capabilities, reducing handle time and customer effort. Skilled agent intervention is necessary for complex cases, requiring investment in training and proficiency. Nurturing agent satisfaction and fostering a positive company culture is equally vital for delivering exceptional customer experiences and reducing agent turnover. ▶️ Full episode: https://lnkd.in/dhEbhGUu #ContactCenterPerspectives #Podcast #CX #CustomerService

Don't miss out on our latest podcast episode! Candace Wallace dives into the importance of complex skill sets in modern contact centers and how prioritizing customer experience can drive success. Tune in to learn how to effectively scale your contact center while enhancing both self-service and personalized interactions. #contactcenterperspectives

It was great to have Todd Unger, CXO at the American Medical Association on my podcast to talk about his book, The 10-Second Customer Journey and his experience as a CXO helping AMA revitalize its brand proposition and renew growth in its membership. In this first video reel from our podcast, listen to Todd talk about the importance of building a compelling brand proposition, removing friction along the customer journey, and using modern tools to enhance customer listening and journey orchestration. I hope this sparks some great ideas for you and that you'll check out the full episode! Looking forward to your feedback! #customercentricity #experiencemanagement #CX #insights #loyalty #membership #growth #flywheel #CMO #CCO #CXO #podcast https://lnkd.in/eKmRyKJu

What if we told you that the key to customer experience lies in understanding their emotions? On the latest CX & Culture Connection Podcast episode hosted by Matthew Egol, special guest Colin Shaw, Founder & CEO at Beyond Philosophy LLC, reveals how tapping into the 'intuitive customer' can revolutionize how you do business. This isn't just about satisfaction surveys, it's about unlocking the DNA of your customer interactions. Want to learn more? Watch the full episode here: https://lnkd.in/eUDQ_FiJ #CX #CustomerExperience #IntuitiveCustomer #CustomerBehavior #EmotionalIntelligence #BusinessGrowth

This week, Customer Experience Consultant and Innovation Advisor Dennis Wakabayashi joins the #CXPulse podcast to discuss the importance of algorithms and innovation in the ever-evolving landscape of CX. Get the full episode here >> https://okt.to/TQsoFW #CustomerExperience #ArtificialIntelligence #ContactCenter